Refund & Cancellation Policy

At Tokyo Station Fitzroy, we aim to provide a smooth and enjoyable experience for all our customers. Please review our refund and cancellation policy below.

1. Takeaway & Online Orders

Once an online or takeaway order has been accepted and preparation has commenced, it generally cannot be cancelled or refunded.
If an order has not yet been prepared, please contact us as soon as possible. We will consider cancellation requests where reasonably possible. Customers should check their order carefully before submitting it.

2. Incorrect or Missing Items

If you receive an incorrect or missing item, please contact us as soon as possible, preferably on the same day. We will review the issue and, where appropriate, offer a replacement, credit or refund.
 

3. Food Quality Issues

If you believe there is an issue with the quality or condition of your food, please contact us promptly with details of the issue. We may request photos or other information to help us investigate the matter.
 

4. Customer No-Show / Failure to Collect

For takeaway orders, customers are responsible for collecting their order within the designated collection time.

If a customer does not collect an order within the applicable collection period, a refund will not normally be provided, as the order may already have been prepared specifically for the customer. Where possible, we may allow a late collection. Please contact us as soon as possible if you are running late.
 

5. Refund Processing

Approved refunds will generally be made to the original payment method. Processing times may vary depending on the payment provider or ordering platform. For orders placed through third-party platforms, such as Uber Eats or DoorDash, refund requests may need to be processed through the relevant platform in accordance with its policies.

 

6. Contact Us

If you have any concerns regarding an order, reservation, cancellation or refund, please contact Tokyo Station Fitzroy as soon as possible. We will review each situation fairly and aim to resolve genuine issues promptly.